Help Desk Support 25HD

Austin, TX

Help Desk Support - Solicitation# OCANov25HD

Office of Court Administration (OCA)

Provides front-line technology support by answering and responding to inbound calls / emails in a timely and professional manner, gathering and analyzing information about the customer's issue and determination of the best way to resolve the problem. Provides basic support and troubleshooting, including password resets, printer configurations, break / fix instructions, website content updates, creates accounts and configure hardware as part of on boarding processs, supports audio and video equipment in conference rooms, and support for more complex issues where configuration solutions have already been documented. Responsible for ensuring that all support calls / emails are properly documented in the tracking system, escalating issues as appropriate, and communicating trends to management.

• CompTIA A+, CompTIA ITF+, or equivalent certification highly preferred.
• Strong preference for temp to hire possibility. OCA is looking for candidates that can work well in our environment and would like the ability to potentially hire staff on as full-time employees within a negotiated time frame (not to exceed 6 months).

Minimum Requirements : Candidates that do not meet or exceed the minimum stated requirements (skills / experience) will be displayed to customers but may not be chosen for this opportunity. Actual

Years

Experience Years

Experience

Needed Required /

Preferred Skills / Experience 3 Required Experience delivering superior customer service (written, verbal, and in-person) across multiple delivery channels (telephone, email, in-person). 2 Required Experience working with customers across all levels of technological proficiency. 2 Required Experience in the support of computers, the use of applicable programs and systems (such as Microsoft Office Suite, Windows 10, and Adobe products), and troubleshooting information systems 1 Required Experience with Active Directory 1 Required Experience with cloud platforms and technologies like Microsoft Azure 1 Preferred A strong desire to grow and advance within an organization with an opportunistic landscape 1 Preferred A strong desire to grow and advance within an organization with an opportunistic landscape

I need Three References

Reference Name ( Required ) : Title (Optional) Company Name ( Required ) : Phone Number ( Required include area code) : E-mail address (Optional) : Professional Relationship (Optional) :

Peer Co-Worker Supervisor

Customer End-User Subordinate

Reference Name ( Required ) : Title (Optional) Company Name ( Required ) : Phone Number ( Required include area code) : E-mail address (Optional) : Professional Relationship (Optional) :

Peer Co-Worker Supervisor

Customer End- User Subordinate

Reference Name ( Required ) : Title (Optional) Company Name ( Required ) : Phone Number ( Required include area code) : E-mail address (Optional) : Professional Relationship (Optional) :

Peer Co-Worker Supervisor

Customer End- User Subordinate